Ashley Furniture Industries, Inc.

Review: On February 1,2013 we purchased a mattress from Ashley Furniture store. We paid over 1500.00 for it,and it has a 20 year warranty on it..after 4 months of use,it broke down on both sides and had a ridge in the center. I called them,and they checked it and replaced it. In the next few months they replaced it 3 more times,so we have the fourth mattress and it is also broken down the same as the others. I asked the manager if we could just get a refund because I was tired of exchanging it. He said all he could do was to keep exchanging it. I am 82 years old and cant keep doing this. We do take really good care of our bed. Can you please help us?Desired Settlement: I would like some kind of pro-rated refund so I can buy a mattress at another store

Business

Response:

Hello,

Review: Dears :

I have bought a 4000$ worth of furniture from Ashley Store located in [redacted] . My purchases included a Dinning room , a Queen size bed , A dresser , and a living room tea table set . I have received a call from the distribution center stating that they received my order and it is ready for pick up . So I went to pick up my items which were in closed boxes from the distribution center . when I got back home I was assembling the dinning table to find out that the Legs were wrong legs and it can't fit the right way , and the bed head board had a big crack on the Back where the screws goes in .

At that moment I called the customers service at Ashley store to tell them about the problem asking them how to solve the problem , the answer was that I should have checked the boxes at the distribution center, knowing no one told me to do so at the distribution center ,and that I should take the damaged items back to the distribution center so that they fix the brand new head board refusing to exchange it and they told me to wait till they find new Table legs .So at that point I asked them to change the damaged Head board again and they refused . Surely it was one of the worst Customer service conversation I have ever had ,since they made me feel that I was my mistake that I did not get the expensive delivery service that they offer.

After that I went to the store to see one of the managers Trying to solve the problem and Luckily he was very nice and told me that my problem would be taking care of and they will order a new head board and new set of legs to be delivered to my place . and told the customer service representative to follow up with me till my problem is solved . Two days later I received a call from the customer service representative telling me that they were able to find me a new set of legs and that they are refusing to exchange the Head board again asking me to take it to the center to fix it. taking me back to the starting point and Changing what the Manager told me .giving me more hard time .Desired Settlement: I want to have the damaged head board and table legs changed and delivered to my house

Business

Response:

Hello,

Review: Invoice#. [redacted]

Account: [redacted]

Salesperson: [redacted] AHS SOFA

Unit Price: $519.30

597013 "Burnham-Amber"

Store purchased:

Ashley Furniture

###-###-####

Del Date: 04/29/10

I am extremely dissatisfied with the performance and quality of the above sofa purchased in [redacted]. The springs have malfunctioned and are defective causing excessive sagging and sloping in all three cushions. It has caused significant discomfort to my back and spine after only three years of use. Under your implied warranties on your website, you have stated " including any of merchantability and fitness for a particular purpose imposed on the sale of the furniture and its parts under state law, are limited to the following durations: SPRINGS: 5 Years.Desired Settlement: I would like to return this defective piece of merchandise for a complete refund. The price was $519.30 plus $89.99 delivery charge, plus $46.74 sales tax for a total of $656.03. I am in possession of the original receipt. The sofa was paid in full at the time of purchase. Thank you for your prompt attention to this matter.

Business

Response:

Hello,

DO NOT BUY ANYTHING FROM ASHLEY FURNITURE! THEY ARE THE WORST FURNITURE COMPANY IN THE UNITED STATES!!!
They messed up my delivery, after waiting 3 weeks, and brought me a HALF GREY & HALF BEIGE sectional, when it should've been ALL GREY!
I immediately called customer service 732-548-1200 & was told that Saturday no managers were available, however, she lied & said she would have a manager return my call but in the interim they would take back beige sofa, leave the grey one & deliver my other grey half on Wednesday.
Came Tuesday, still hadn't heard from a manager or received delivery confirmation for Wednesday so I called above number, waited 45 MINUTES to get thru just to hear there were no managers available AGAIN! Was told a manager would return my call & was now advised my sofa would not be delivered till allegedly another 2 weeks.
Following day, I decided to go personally to attempt to speak to a manager where I purchased my order at Ashley Furniture Homestore (New Rochelle) and AGAIN was advised there was no manager available & an on-site customer service rep would assist me. I spoke with the rep & she advised my sofa was now on back order, she was unaware when it would be delivered & would have a manager call me back.
Now it's ONE week later, Ashley Furniture has not had the DECENCY NOR PROFESSIONALISM to call me back so I have yet to hear from one of their phantom managers. I still only have half a sectional in my living room and have no idea when I'll be receiving my other half.
This type of customer service is unacceptable and a business that cannot provide the appropriate service that a consumer pays for, should not be in business!! STAY AWAY FROM ALL ASHLEY FURNITURE STORES!!!

In August of 2013, I purchased a living room set leather sofa, love seat, and recliner. The cushions have broken down (after the warranty of course) I'am VERY disappointed in ashley. I was under the understanding that I was buying a quality product, but, I was very wrong. So sad another U S company has gone down hill so bad and they keep getting people th buy their inferior products !!!

Review: Consumer's Original Complaint :This company replaced a chaise lounge on my sectional sofa. The replacement was worse than the first one.The cushion on the chaise lounge would not stay in place so they tried to use more Velcro to hold it in place that did not work. then they replaced the chaise lounge which looked like it was broken down. I talked to the lady I think her name is [redacted] she stated she talked to Ashley the maker of the sectional sofa. She said they would give us a recliner but when we went to talk to her about getting one she would not come out of her office she told another employee what two recliners we had to choose from. We did not like the choices. Then we were told we could pay more and get a different one.Desired Settlement: I would like to have the sectional replaced with two recliners and a sofa of my choise

Business

Response:

Hello,

I was absolutely promised my furniture would be delivered Friday October 2, 2015 and I even got a robocall confirming that "between 1:30 and 3:30." So when the furniture didn't come I called and everyone was very rude and I was told Ashley failed to "put the billing in on time" and my furniture didn't get loaded on the truck. So now the next day I can get it is in a week. No table for a week!!! This is the worst customer service I have experienced. I had to call and wait on hold 30 minutes to get this much. No one would call me back. No one wanted to offer help. I'm very unhappy and now embarrassed I ever shopped here in the first place.

Review: I had a bed and chester delivered on 12/20/13, but screws were missing and the chester was damaged. The bed was not assembled and furniture pieces have been scattered around my home for two weeks. Screws were left on the floor in my toddlers bedroom. Each time I call Ashley associates seem surprised and confused. The sales representative and sales manager have returned NONE of my calls. I have been lied to and a customer service agent [redacted] was rude to me and told me I was making it difficult for her to help me. I asked that they pick up the furniture and they refused. I absolutely can not believe how I have been treated by this company. They are due to assemble the bed on jan 3rd' they are just placing the order for the replacement chest. This is just completely ridiculous.Desired Settlement: I would love to return the merchandise and not do business with a company that does not care about customers. I would at the very least like to speak with a person willing to address my concerns, I am tired of leaving messages in vain.

Consumer

Response:

I would love to return the merchandise and not do business with a company that does not care about customers. I would at the very least like to speak with a person willing to address my concerns, I am tired of leaving messages in vain.

Business

Response:

Hello,

Review: August 2012 I purchased a bedroom set. Our [redacted], offered accidental insurance that fixed or replaced furniture if it couldnt be fixed. The cost of the insurance was approximately $259.00. In August of 2014, I made a claim to a company called [redacted]. My footboard has a gouge at the corner & my dresser has a gouge and deep scratches. A man reported to my home in September to review the damages & stated that he would be ordering a new top for my dresser & a new top for my footboard since he could not fix the damages. He informed me that once the parts were in he would return. On November 5, 2014, I receive a call from Mr. [redacted] stating that my claim was not approved because the damages didnt fall within the policy guidelines. I explained to him that my insurance plan was brought under the pretenses of it being accidental insurance that covered just about all damages & if they could not be fixed it would be replaced. [redacted] replied with while he understands he wishes that Ashleys furniture wouldnt sell the insurance with false pretenses & that this is not the 1st time hes had to deal with an upset consumer like myself. I stated that if my furniture couldnt be fixed than I wanted my money back for the insurance that I purchased. He directed me to get in contact with the store. I was in contact with [redacted] whom was extremely unreasonable & try to insinuate that I waited several day before putting in a claim. The next day I received a call from [redacted]. She states that my damages do not fall within the guidelines because the insurance doesnt cover scratches, but 1 individual scratch. She states that multiple scratches conclude excessive abuse. She refuses to refund me the money for the policy I purchased stating that regardless what I was told it isnt their fault. The policy that I was emailed is my 1st time seeing it and it doesnt match the pamphlet.

Product_Or_Service: Bedroom SetDesired Settlement: DesiredSettlementID: Replacement

I do not appreciate the lackadaisical attitude everyone seems to have in regard to me being sold accidental insurance that does not cover much of anything nor do they replace anything. Ive been diligently looking for the pamphlet and business card we initially received when we purchased the furniture. All Im asking for is for my furniture to be fixed or those particular parts be replaced. If neither party is willing to honor that than I would like the $259.00 re

Business

Response:

Hello,

Review: I had ordered a couch from Ashley on November 30th for the amount of $525.30 (tax, delivery including). The couch was scheduled by Ashley to be delivered December 15th. I used my credit card ([redacted]) which like any other transaction showed pending $525.30 moments after ordering the couch. On November 7th, I received a phone call from Ashley Furniture stating they were not able to process the amount of the couch. I questioned, asking why when they had already processed it on the 30th of November. They stated that every couple days they renew the "hold" on my credit card in the amount of $525.30 and request a lift (credit) from the credit card in exchange. The life (credit) does not apply to the balance for 10 business days so the hold overlaps each other. I then logged into my [redacted] card account to notice that since November 30th, I have had 4 overlapping pending holds ( $2,101.20) and 3 pending lifts (credits). In total of $3,677.10 since the credits will not be applied back to my account for another 10 business days. This does not make sense, this is absolutely ridiculous. I called [redacted] and explained the situation, explaining as well that I now have open credit on my account for $400 due to these holds/credit transactions that Ashley is processing. [redacted] responded by they can not freeze, stop or dispute Ashley charges cause non of them are cleared as charges and are in pending. I called Ashley Furniture corporate back who stated unless they can place another hold on the card, they would not be able to deliver for the 15th and that this was their policy. At that point I had to cancel my order!

My boyfriend felt so bad so he called Ashley later on, spoke to "[redacted]" who was absolutely of no help, didn't want to even help or let us explain the situation, we asked for a supervisor he laughed and said no that there are other people calling in he needs to get to. So now I have no couch - a huge amount of pending charges on my credit card and Ashley wouldn't budge for a new card to put it on or to match the price if I gave cash in the store.Desired Settlement: This business and their "policies" need to be looked into - it is outrageous that this is their policy. When ordering, the charge should be made at one time at the time of either ordering or at the time of delivery not a new hold every couple days.

I should be able to purchase this couch at the cost that I originally was purchasing this couch for at the one time charge that I was paying.

Business

Response:

Hello,Thank you for contacting

Ashley Furniture Industries, Inc. We appreciate that you have notified us

regarding Ms. [redacted]’s concerns. We take these matters seriously and want to

ensure the proper steps are followed so a resolution can be reached in a timely

manner.Ms. [redacted] purchased

furniture from the Ashley Furniture’s website, www.ashleyfurniturehomestore.com. All decisions are made by their customer

care department. I have taken the liberty

of forwarding the information provided by the Revdex.com to the online customer care

department, along with a request for them to investigate this matter further

and contact Ms. [redacted] to discuss her options. If you have additional questions or concerns,

please consider contacting the Customer Care department at ###-###-####.Sincerely,[redacted]Ashley

Furniture Industries, Inc.Consumer

Affairs Representative

Business

Response:

Hello,We are very sorry to hear Ms. [redacted] has chosen not to

accept my response to her Revdex.com claim. All of Ms. [redacted]’s concerns have been sent to the

appropriate parties for further review. I have requested they have someone

contact her to further discuss her concerns. Sincerely, [redacted]Ashley Furniture Industries, Inc.

Consumer

Response:

Worst buying experience of my life! Out of the five items I purchased three of them were damaged and two, sofa and chair, were the wrong color. It's six weeks later and I still do not have my sofa and chair. The surface/furniture repair guy told me today he could not fix the dresser or nightstand due to the matte finish scratches are basically expected. I have talked to the store manager, sales manager, customer service department(who are nice and say I'm sorry, let us make it better but then I get routed back to the same managers who are telling me to suck it up that's just the way it is). After spending $2800 not the answer I'm looking for nor is paying for furniture I don't have. I would never, ever, ever recommend anyone buy anything from this store!!!

Review: My husband and I purchased a red leather living room set and a red leather chair from United Furniture Style located at [redacted] in [redacted]. The furniture was 2 years old on March 14, 2012. My complaint is that the leather on the sofa and chair are splitting after only two years. I understand there is a warranty on the furniture, however this has to be a defective product since I have owned leather furniture in the past and I have never seen a sofa or chair begin to split the way my practically brand new furniture is splitting. My previous leather furniture set which was also an Ashley set lasted 9 years in my house and I didn't have the initial (the first set began to split as well but not within 2 years after purchase) problem I'm currently having. I'm afraid to even sit on the sofa or chair for fear that the material will split to the point where it's unrepairable. I am completely dissatisfied and highly disappointed with this purchase. The store I purchased the furniture from I believe is out of business now, but I don't feel this is a location problem because the furniture didn't come directly from the store, they had to order it from the factory. My receipt states the Factory information which is listed as Ashley and the Stock Number which is listed as 94601. After noticing my furniture begin to split, I researched the internet to see if any other people were experiencing the same problem, and in my research, I have read many complaints against the quality of Ashley's leather furniture. Had I been aware of these complaints prior to my second purchase of Ashley's leather furniture, I would have probably chose another vendor to purchase my leather furniture from.Desired Settlement: I love my furniture and the color, I would like to have the furniture replaced in good faith since I thought I was purchasing a quality product and did not expect the product to start to deteriorate after the warranty had expired. If the furniture cannot be replaced, please provide me with a desirable option so I can maintain my status as a consumer who loves Ashley's products.

Business

Response:

Hello,

Review: I ordered a 14 piece bedroom set in queen size with a queen size mattress which paid more to get it upgraded. But upon delivery the mattress seemed small and we asked the delivery driver and he said that it would fill out and that it was compressed for delivery so we said ok and he left. Next day and it was all decompressed and was still way to small it was now obvious that they gave us a full size mattress for our queen size bed set and comforter set that we bought from them. So I called to discuss the issue and see if they could correct there mistake and the manager of the store in [redacted] ny was very rude and told me that there is nothing he can do for me and that it is my fault for initialing the paper work even though they filled it out wrong. I only initialed it be use we had been in the store for literally 5 hours and at that point I was ready to leave and just initialed everywhere the girl said to without reading it word for word under. The assumption that they did everything correctly as I had asked for in queen size. The manager even told me that he doesn't think that any of his people made a mistake and that they had to go out of the way to change it from queen to full size but I don't know why they did any of that because I did r ask for that nor would I want that. What do I want a small full size mattress for my queen side bed and comforter set that's stupid and doesn't make any sense. So he told me that he wasn't [redacted] give me a free mattress or fix the problem so what can I do. It not free because I paid for a queen size they just messed it up not me Confused and unhappy customerDesired Settlement: Come deliver me the right queen size mattress that we ordered. It's not my fault u changed it to full size without my knowledge or consent and therefore we should not be responsible for the mistake I understand how he says he can't take the other one back or re sell it now. But that's not my fault. I don't want this full size thing I want the right one that fits everything like its supposed to who goes to a store and spends $2000 on the wrong thing. Rally like I have money to throw away cause I'm broke and don't

Business

Response:

Hello,

My girlfriend ordered a new bed frame from Ashley Furniture as well as a shelf. The shelf arrived damaged. There were scratches all along the inside and it looked as if one of their employee's attempted to cover it up with some sort of acrylic paint. My main complaint came with the installation of the bed frame. $100 was stolen from a drawer in my girlfriends bedroom by one of the installers. I know this was a 3rd party and not Ashley Furniture directly, however, the fact that Ashley Furniture contracts these sort of people is rather disconcerting. If you or anyone you know has an installation done by one of Ashley's Furniture's two-bit contractors, be wary.

Review: On May 17th I went in to the [redacted] mo location to make a 2nd purchase from the company, when we placed our order on the furniture we were purchasing we were told be the sales rep that it is new and was on back order and that we would receive our delivery on 7/11/2015 which was fine, the delivery came and when the delivery guys made the delivery (its a cream colored set couch and chair) it was not left in the plastic and there were black strap marks on the furniture and hand prints from where they help the items to carry, the chair was missing the 2 side pillows and there was also a tear in the chair that was starting. The gentleman that made the delivery that day took pictures (he stated that he already seen the marks) and noted the account and told me that someone will call me in 24-48 hrs and to let them know I need it exchanged well Monday came and I heard nothing from anyone I waited 2 more days and still nothing so I contacted the store on 7/15/2015 and explained again what was going on and then was told that someone with their GRT department would make contact with me to exchange the items with in 36hrs 7/23/2015 would of made it 36hrs well that day came and went so I contacted the store asked for the manager and she seemed like it was not of a concern and handed the phone to the customer service rep there at the location to set up date for an exchange the only problem is the exchange date is to be done on August 22, 2015 not anything any time sooner, nor did she want to even try. I asked for the corporate office number which I was given [redacted] number, I called and asked it this was the corporate office considering how they answered the phone when I called, they said yes and giggled, I asked for a manager and spoke with a gentleman names [redacted] who was willing to listen to what I had to say and showed some little concern and after I went over the whole story again, he put me on hold and then came back and stated since my furniture is not in high demand that yes the soonest I would receive my exchange would be August 22, 2015 so now im stuck with furniture that is ruined and I have to make payments on something that is un acceptable and I have to look at the stains and the rip, they seemed to not really care about how un professional this was and is to a paying customer. I feel that this is unacceptable all the way around, im not looking for any hand outs I just wanted my new furniture delivered with in a reasonable time and minus the stains or any stating tears, I guess they just don't understand my fustrationDesired Settlement: I would like for this situation be taken more serious, I feel like something should be done about this delivery to be made sooner then having to wait over a month for the corrections I mean I am paying for something I cant even enjoy and that's unacceptable

Business

Response:

Hello,

Review: I contacted Ashley Furniture headquarters to let them know that my loveseat had a minor wear in the material. It was most definitely still under warranty. I also informed them that NO ONE has ever sat in it because it is just myself & my husband, and we use the sofa. They finally agreed to have the loveseat repaired. I must have told and emailed the their rep 10 times where the damage was, and each time, she continued to send the wrong piece of fabric. The technician also sent them pictures asking for the correct piece so he could repair it. He was here 3 times, and I have 3 different pieces of material; none of which will fix the problem. This has been going on since the end of January, 2015. I received a letter today,4/28/15, from Ashley, stating they have discussed my situation with management, and WILL NOT repair my loveseat. They told me to "Look in the yellow pages and find a repair service in my area, and it is my responsibility to pay." I spent over $2,000 at the Ashley store, and that's the last they will ever see of my money again! Their customer service is the worst! I hope this helps potential customers to shop elsewhere.Desired Settlement: I want exactly what their warranty promises. Repair or replace.

Business

Response:

Hello,

Thank you

for contacting Ashley Furniture Industries, Inc. We appreciate that you have

notified us regarding Ms. [redacted]’s concerns. We take these matters seriously

and want to ensure the proper steps are followed so a resolution can be reached

in a timely manner.

After close review of Ms.

[redacted]’s claim, Ashley Furniture Industries, Inc. sent a third party repair

service (U.S. Quality Furniture Service) to complete an inspection of Ms.

[redacted]’s furniture. The technician reports that the furniture does not show any

signs of manufacturing or workmanship defects, therefore the issues Ms. [redacted] has

are not covered under Ashley Furniture Industries, Inc. Limited warranties. This

was explained in a letter that was sent to Ms. [redacted].

We are very sorry we are

unable to assist Ms. [redacted] any further with her concerns.

Sincerely,

Ashley

Furniture Industries, Inc.

Consumer

Affairs Representative

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

[redacted] When the technician was here, all 3 times, he NEVER once mentioned that it was NOT a manufacturer's defect. In fact, he stated quite the opposite!! I told him the loveseat had MAYBE been sat in 2 or 3 times by a guest, because it's only me & my husband and we use the sofa. He said he could certainly see that it was practically brand new, and it had to have come from the manufacturer in that condition. He just wasn't interested in fixing it. I knew that from the first time he was here. He kept commenting, "It's going to take me 3 to 4 hours to fix this with what they sent. Contact whoever you spoke to and tell them to send you a whole new center console." That's what he told me every time he came. The reason is because the defect was tucked underneath the padded piece of material in the center console of the loveseat. But not anymore!!! Because of the ALL the INCORRECT pieces that Heather Neberman continued to send, the technician continued to stretch the material trying to figure out how to make the repair. Now the defect is most definitely noticeable!! He also told me repeatedly to contact Heather, which I did via emails, that the ONLY way to repair the loveseat was to sent the entire center console. She never responded to these emails.My warranty was in effect when I contacted Ashley. They agreed to make the repair, and now the they are not honoring their agreement.

Consumer

Response:

On Mon, May 11, 2015 at 1:27 AM, <[redacted]> wrote:[redacted]~

Review: They wouldn't set up a time to bring a sofa back to my home while u would be there. They would deliver at the convince. If their products was good merchandise a individual wouldn't have to go through what I have had to do to get it delivered back to my home. The store manager at the [redacted] mo store is very rude and needs to be fired. My business and anyone that I talk to will be advised to not to business with these isDesired Settlement: Delivery of the couch when I can be at home and a formal apology!!

Business

Response:

Hello,

Review: I purchased a bed for Christmas from Ashley 's store in [redacted]. The did not inform they don't deliver to the home, but they have a third party. The driver hit my mother's car before bring delivering the future, without informing me. I found that he told the police that he hit the car before he every came in side Jan 13, 2015 after going to City Hall and asking for a report. He told me that he hit it when he was leaving the day of the accident, December 10, 2014.On top of that the mattress that was delivered had ans has a stand on it.Desired Settlement: I would like to have option of keeping the bed, store credit for Ashley Furniture HomeStore, and a settlement with the car for my mother. No one is taking responsible for everyone is pointing fingers. We are over 40 days in without a car.

Business

Response:

Hello,

Review: On Nov. 7, 2014, we purchased and were promised delivery of a leather couch and loveseat on Nov. 19, 2014. The day before delivery our salesperson called to tell us that the furniture was still being manufactured and that it would be delivered on Dec. 12, 2014. We received a confirmation e-mail Dec. 9, 2014, that estimated the delivery to be between 12:30 and 3:30 p.m. As previously, we made arrangements for the disposal of our old couch and loveseat. On Dec. 12,2014, we waited all day for delivery and at 5 p.m. we called the phone number on the delivery confirmation e-mail to find that the delivery has now been scheduled for Jan. 26, 2015. No one from Ashley called us either before or on the delivery day to inform us that we would again not be getting our furniture, which was paid for on Nov. 7, 2014. We have called the store four times in the past two days and always someone promises that either the manager or salesperson will call us back. That has not happened yet. We are very unhappy.Desired Settlement: We are very disappointed in this company, which sells what we consider good quality merchandise. If this can't be resolved we would like our $2,383 back.

Business

Response:

Hello,

Review: We purchased a dining set, Whitesburg, D583-15T, on 8/2/14 from the Ashley Furniture Outlet in [redacted]. At that time, we purchased a 5 year protection plan that would replace the piece of furniture when there was damage by us or others.

The furniture was delivered on 8/6/14 by the [redacted] Company in [redacted] When the table top was attached to the base it was uneven and it rocked. Upon closer inspection, it was found that the one leg was drilled incorrectly in the measurement and was an approximately 1/4” lower than the other legs. The delivery men tried to level the table but this did not work. After lengthy discussion with us, it was decided the delivery men from [redacted] would make a note and took a picture of the level (since the company did not have a level) that we used to show how uneven of the table to show their company of the need for a new base.

Over the next two days, we found the table top extremely soft and thin and scratched immediately upon any type of dish or other item being placed on the table.

We were told by the delivery men that someone would contact us within the next 24 hours to talk with us regarding our concerns. We received no call. We went back to the local store on the 8/14 to discuss our frustrations with customer service. We had gone to the store two days earlier, but they are closed on Tuesday and Wednesday and I had called and left a message with no return call, so we had to wait until Thursday to speak with someone at the store. We were directed to [redacted] – the customer service person. Together, we reexamined the floor model and found that there was a stronger and more durable table top than ours. It was obvious that our table had been an inferior product and was not manufactured with quality goods. We advised [redacted] that we had the protection plan that we understood covered this type of damage. [redacted] dismissed this as an option at that time. [redacted] called [redacted] regarding a visit by a technician to examine our table. [redacted] spoke with [redacted] at [redacted] and was advised that we would receive a technician on the 19th. We waited to hear when the technician would arrive, if a new base would come as well and how the table top would be replaced. We heard nothing. I called [redacted] back and received [redacted]'s phone number. I spoke with her and she was extremely rude. I asked that the technician arrived prior to 3pm. She said that she would see if that was possible but that the schedule had not been made. I was to wait until I heard from her. I received no further call until I complained.

I placed a complaint via website to Ashley Furniture on 8/15 regarding my frustrations and ire with the company. Reference #440578. I received a call from the Customer Service Supervisor at [redacted] Company on 8/16. I was told that the technician would arrive between 10am and 1pm on the 19th. At that time, he would “inspect” the table to determine what could be fixed and IF anything needed to be replaced. I explained my frustration and anger with trying to get service and the poor craftsmanship of the table. The supervisor stated that if it was a manufacturing issue, than the table would be replaced. If it was something that we had done to the table, then maybe the protection plan would cover it IF we had placed the concern within the acceptable timeframe within the warranty rules.

The technician, [redacted], arrived on the 19th. My husband stated that he spent about 10 minutes at our home. He refused to look at the legs to see the wrong drilling of the legs. Instead he reached down to the one leg, and turned the silver tab to stop the table from rocking. He did not use a level on the table. When my husband pointed out that just because the table stopped rocking, it still made the table uneven (it is lower on one side than another over an inch off), [redacted] stated, “Oh it doesn't look that bad”. [redacted] told my husband that the scratches on the table top were not made by the delivery men so it would not be replaced. And that we could try to “buff” them out. He agreed that the table top was made of a very thin wood and was easily scratched. We have never stated that the delivery men made the scratches. [redacted] left stating that his job was done.

I called the [redacted] with my concerns and have had no return call.

I placed another two complaints on 8/19. The first complaint had no reference #, second complaint had reference # [redacted]. It is now 24 hours and I have had no return call or response.Desired Settlement: We want Ashley Furniture to accept responsibility that the table was an inferior product and that as a brand new table, we should not have a table that rocks and is uneven. They should honor their protection plan that was purchased and the guarantee that we were given that the top could be replaced. If this plan is not honored then it is a scam. We would accept nothing less than a written apology and a brand new table.

Business

Response:

Hello,